Stage 1 Review
Project Waiting well calls (North West London ICB - Hillingdon) By Nikki Fojan
- Title Waiting well calls (North West London ICB - Hillingdon)
- Setting Community
- Objective A volunteer-led telephone service to both individuals on the waiting list for treatment and having recently been discharged from hospital, providing information and reassurance.
Beneficiaries
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Staff
Improved morale as a result of reduced DNAs and readmissions.
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Volunteers
Improved wellbeing and feelings that they have made a difference through their role. Opportunity for development and to gain new skills.
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Organisation
Improved patient and staff experience. Increased Trust efficiency.
Audiences
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Senior Leadership
To ensure continued buy-in to volunteering services and see the value that volunteers can add.
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Donor / funder
To demonstrate the value of their investment in the volunteering service.
Review Design
Project Waiting well calls (North West London ICB - Hillingdon) By Nikki Fojan
Outcome model
Data model
Data Collection Dashboard
Project Waiting well calls (North West London ICB - Hillingdon) By Nikki Fojan
This project has now completed. Please navigate to the 'Evaluate' stage.
Evaluation Dashboard
Project Waiting well calls (North West London ICB - Hillingdon) By Nikki Fojan
Evaluation findings - April 2025
The Hillingdon Back to Health project saw H4All volunteers making calls to patients in Colne Union PCN with an upcoming Ophthalmology appointment at The Hillingdon Hospitals. A small amount of activity took place in December 2023 and January 2024, with calls starting in earnest in February 2024.
The volunteers facilitated a supportive conversation, enabling them to understand how the patient has been managing while waiting for their appointment and any difficulties they may have with accessing their appointment. The volunteers then took any appropriate actions, such as providing guidance, reassuring patients, identifying opportunities for referral to community services, helping to arrange transportation and interpreters, and escalating concerns to a clinical lead seconded to the project 2 days per week.
